"…Department, please."——电话里要求接某部门。变体：Could I have Extension 123? / I'd like to speak to…
O: The lines are busy. Will you hold?
线路忙。您能等吗？
🗣️ 口语点
"Will you hold?"——接线员问对方是否愿意等待。回答：OK / Yes, I'll hold / No, I'll call back later.
O: The lines are free now. I'll put you through.
线路空了。我给您转接。
📝 词汇
put through——电话转接。=connect。例：I'll put you through to Mr. Smith.
W: Overseas Sales. Lynne Johnson speaking.
海外销售部。我是Lynne Johnson。
🗣️ 口语点
"…speaking."——接电话自报姓名。变体：This is… / …calling.
M: I'm interested in your fire-safe cabinets. Do you have a sales office in Spain?
我对你们的防火柜感兴趣。你们在西班牙有销售处吗？
📝 词汇
be interested in——对……感兴趣。后接名词或动名词。
W: I'm afraid we don't, but I can arrange for a sales visit from our agent.
恐怕没有，但我可以安排我们的代理上门拜访。
🗣️ 口语点
"I'm afraid…"——委婉拒绝。=unfortunately。
M: No, no. That's not necessary. Could you quote me a price for twenty BY11 cabinets?
不用了。你能给我报20个BY11柜子的价吗？
🗣️ 口语点
"Could you quote me a price?"——询价句型。quote=报价。
M: Yes, it's Joseph Brown. My fax number is one, that's the code for Madrid, four three zero, six six eight seven. Could you read that back to me?
我叫Joseph Brown。传真号是1，那是马德里的区号，4306687。你能复述一遍吗？
🗣️ 口语点
"read that back"——让对方复述确认。电话中确认信息的关键句。
W: One four three oh, double six eight seven. And what company are you with, Mr. Brown?
1430，6687。您是哪家公司的，Brown先生？
📝 词汇
double——电话里说两个相同的数字用double。如double six=66。
M: CFS.
CFS公司。
🎧 听力点
电话里拼读公司名/人名要用字母逐个读：C-F-S。
W: CFS. Right. I'll work out the price and fax a quotation through immediately.
CFS。好的。我算一下价格，马上传真报价单。
📝 词汇
work out——计算出。quotation=报价单（名词）。
M: Thank you very much. Goodbye.
非常感谢。再见。
🗣️ 口语点
电话结束语：Thank you for calling. / Have a nice day.
☎️
场景：给同事打电话留言
男士打电话找Rebecca Lee，对方不在，留言请回电。 电话留言怎么说？先想一想——30秒。
🔤 先认识几个词
put through
/pʊt θruː/
转接电话
I'll put you through.
message
/ˈmesɪdʒ/ n.
留言
leave a message 留言
available
/əˈveɪləbl/ adj.
有空的
not available 不在
spell
/spel/ v.
拼写
How do you spell your name?
🤔 看题目猜答案
先看问题，猜答案方向——30秒
Q1: 1. Who does the man want to speak to?
Q2: 2. Why can't the man speak to Ms. Lee?
Q3: 3. What does the man ask the woman to do?
Q4: 4. What is the man's phone number?
Q5: 5. What does the woman promise to do?
🎧 听完整对话
📖 逐句走 — 每句拓展不一样
W: Hello, Sea Horse Childrenware Company. How can I help you?
您好，海马儿童用品公司。请问有什么能帮您的？
🗣️ 口语点
"How can I help you?"——公司接电话标准问候语。
M: Good morning. Could I speak to Ms. Rebecca Lee?
早上好。请找Rebecca Lee女士。
🗣️ 口语点
"Could I speak to…?"——电话请求找人。比"Is…there?"更正式。
W: May I ask who is calling, please?
请问您是哪位？
🗣️ 口语点
"May I ask who is calling?"——接线员问来电者身份。
M: This is Danial Jackson. That's D-A-N-I-A-L, and J-A-C-K-S-O-N.
我是Danial Jackson。拼作D-A-N-I-A-L，J-A-C-K-S-O-N。
🗣️ 口语点
电话拼读名字——用字母逐个拼。D for David, A for Apple…（北约音标字母）
W: OK, Mr. Jackson. I'll put you through.
好的，Jackson先生。我给您转接。
📝 词汇
put through——转接。=transfer/connect。
W: I'm sorry, Ms. Lee is not available at the moment. Would you like to leave a message?
抱歉，Lee女士现在不在。您要留言吗？
🗣️ 口语点
"not available"——不在/不方便接电话。比"not here"更专业。
M: Yes, please. Could you ask her to call me back?
好的。请让她给我回电。
🗣️ 口语点
"call back"——回电话。=return the call。
W: Of course. Could I have your number, please?
当然。请问您的电话号码？
🎧 听力点
电话号码记录：注意double（重复数字）、area code（区号）。
M: It's 555-8901.
555-8901。
🎧 听力点
电话号码读法：five five five, eight nine oh one。0读oh。
W: 555-8901. I'll make sure she gets the message.
555-8901。我会确保她收到留言。
🗣️ 口语点
"I'll make sure…"——保证做到某事。=I'll see to it that…
M: Thank you. Goodbye.
谢谢。再见。
🗣️ 口语点
电话结束：Thank you for calling. Goodbye.
📱
场景：专业接听电话
职场电话礼仪：三声内接、自报家门、语气友好、准确记录。 专业接听怎么做？先想一想——30秒。
🔤 先认识几个词
professionally
/prəˈfeʃənəli/ adv.
专业地
answer the phone professionally
impression
/ɪmˈpreʃən/ n.
印象
first impression 第一印象
impatient
/ɪmˈpeɪʃənt/ adj.
不耐烦的
become impatient 变得不耐烦
ignore
/ɪɡˈnɔː/ v.
忽视
feel ignored 感觉被忽视
🎧 听完整内容
📖 逐句走 — 每句拓展不一样
1. Answer by the third ring.
三声内接电话。
🗣️ 口语点
不要让电话响超过三声——否则对方会觉得被忽视，变得不耐烦。
2. Identify yourself and your company.
自报家门：报公司名和自己的名字。
🗣️ 口语点
"Hello, [Company]. [Name] speaking."——标准接听开场白。
3. Use a friendly, professional tone.
用友好、专业的语气。
📝 词汇
professional——专业的。professionally=专业地。
4. Take accurate messages.
准确记录留言。
🗣️ 口语点
记录要点：来电者姓名(name)、电话(number)、事由(message)、回电时间(best time to call back)。
5. Don't answer on the first ring.
不要在第一声就接。
🎧 听力点
第一声就接会让对方措手不及(taken aback)。等第二三声再接。
6. Don't eat or drink while on the phone.
通话时不要吃喝。
📝 词汇
professional etiquette——职场礼仪。etiquette=礼仪。
📝 Quiz A — 5段短对话
Transcript 6.11 — 5段短对话，听一遍选答案
1. 1. What does the man want to buy?
A. Fire-safe cabinets.
B. Office furniture.
C. Computers.
D. Phones.
2. 2. Where is the man from?
A. Spain.
B. Madrid.
C. Paris.
D. London.
3. 3. How many cabinets does the man want?
A. 10.
B. 12.
C. 20.
D. 30.
4. 4. What does the woman promise to do?
A. Call back later.
B. Fax a quotation.
C. Visit the man.
D. Send samples.
5. 5. What is the man's company?
A. CFS.
B. CBS.
C. ABC.
D. KFC.
📝 Quiz B — 2段长对话
Transcript 6.12 — 2段长对话，听两遍选答案
1. 1. Who does the man want to speak to?
A. Rebecca Lee.
B. Lynne Johnson.
C. Danial Jackson.
D. Joseph Brown.
2. 2. Why can't the man speak to Ms. Lee?
A. She is on holiday.
B. She is not available.
C. She is busy.
D. She is sick.
3. 3. What does the man ask the woman to do?
A. Call back later.
B. Leave a message.
C. Fax information.
D. Send an email.
4. 4. What is the man's phone number?
A. 555-8901.
B. 555-8902.
C. 555-8801.
D. 555-9901.
5. 5. What does the woman promise to do?
A. Call back.
B. Send a fax.
C. Deliver the message.
D. Arrange a meeting.
📝 Quiz C — 短文填空（听两遍）
Transcript 6.13 — 商务旅行
Business travel involves traveling away from one's home for more than one day, in relation to business, professional, or job-related responsibilities. The business traveler is primarily concerned with checking relevant (1) travel advice, acquiring the necessary travel equipment, and traveling from point A to point B in the fastest and (2) most convenient manner. Upon arrival at his or her destination, the business traveler wants to quickly review cultural highlights and (3) attractions offered in the area, and then stay at a comfortable hotel that provides tasty meals and (4) standard business services. Arriving at the appointed conference or meeting fresh and well-rested is a key business travel (5) objective.
📝 Quiz D — 短文问答（听两遍）
Transcript 6.14 — 专业接听
Q1: 1. Who needs to know how to answer the phone professionally?
→ Everyone
Q2: 2. What is the primary way of contact with customers?
→ The phone
Q3: 3. Why is it important to answer professionally?
→ first impression
Q4: 4. Why shouldn't you let it ring more than three times?
→ become impatient
Q5: 5. Why shouldn't you answer after the first ring?
→ be taken aback
短文听力
📝 6.13 短文填空 — 商务旅行
答案：见上文Quiz C填空
📝 6.14 短文问答 — 专业接听
Q1: 1. Who needs to know how to answer the phone professionally in a workplace?
→ Everyone
Q2: 2. What is the primary way of contact with customers?
→ The phone
Q3: 3. Why is it important to answer the phone professionally?
→ first impression
Q4: 4. Why shouldn't you let the phone ring more than three times?
→ become impatient
Q5: 5. Why shouldn't you answer the phone after the first ring?
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